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  1. Journal of Service Science Research
  2. Journal of Service Science Research : Volume 5
  3. Journal of Service Science Research : Volume 5, Issue 2, December 2013
  4. Applying DEMO-based SLAs to cloud services
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Journal of Service Science Research : Volume 9
Journal of Service Science Research : Volume 8
Journal of Service Science Research : Volume 7
Journal of Service Science Research : Volume 6
Journal of Service Science Research : Volume 5
Journal of Service Science Research : Volume 5, Issue 2, December 2013
Applying DEMO-based SLAs to cloud services
It is all about services-fundamentals, drivers, and business models
Journal of Service Science Research : Volume 5, Issue 1, November 2013
Journal of Service Science Research : Volume 4
Journal of Service Science Research : Volume 3
Journal of Service Science Research : Volume 2
Journal of Service Science Research : Volume 1

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Applying DEMO-based SLAs to cloud services

Content Provider Springer Nature Link
Author Mendes, Carlos Almeida, Mário Mira da Silva, Miguel
Copyright Year 2013
Abstract The cloud services have offered new possibilities for services fulfilment and although the cloud has been a technology breakthrough, the problems it raises go beyond technical issues. Indeed, the organization-oriented issues related to cloud services are getting more attention and the dialogue is moving away from technical to non-technical issues. Our research deals with the gap between customers’ expectations and the perceived service, a problem that we also found in the cloud services area. We propose to close this gap by formally specifying the customers’ expectations into Service Level Agreements (SLAs) using a process based on the Enterprise Ontology. We have already evaluated this proposal in several contexts (from public city councils to private banks) and in this paper we describe a field study in a cloud services provider. The evaluation was positively carried out by means of interviews, the Four Principles from Österle et al., and the Moody and Shanks Quality Framework.
Starting Page 95
Ending Page 123
Page Count 29
File Format PDF
ISSN 20930720
Journal Journal of Service Science Research
Volume Number 5
Issue Number 2
e-ISSN 20930739
Language English
Publisher The Society of Service Science
Publisher Date 2013-12-31
Publisher Place Heidelberg
Access Restriction Subscribed
Subject Keyword Enterprise Ontology DEMO Service Quality Customers’ Expectations Cloud Services Business/Management Science Management/Business for Professionals Industrial Organization Software Engineering/Programming and Operating Systems Engineering Economics, Organization, Logistics, Marketing
Content Type Text
Resource Type Article
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